Systems Services Representative

Introduction

Responsibilities

The mission of IBM Systems Support technical representatives centers around delivering predictive, proactive, and resilient support for IBM infrastructure solutions. Their core responsibilities and mission include:

• Ensuring system availability, performance, and security through advanced support services.
• Using AI and analytics to anticipate and resolve issues before they impact business operations.
• Providing multivendor support to simplify IT maintenance with a single point of contact.
• Collaborating closely with product design engineers to offer deep technical expertise and tailored solutions.
• Extending the lifecycle of IBM systems like IBM Storage , IBM Power, IBM Z, and IBM LinuxONE through service extensions .
  
  

• Receive, acknowledge, manage, and handle support cases created by customers/BP.
• Communicate with customers/BP to get the issue details and the required logs, documents and information required.
• Review logs, documents and information then create the corrective AP including parts.
• If required, escalate the case to L3 support team to get more help in creating the corrective AP.
• Guide customer to perform the corrective AP remotely.
• Collect the required logs, documents and information required after performing the corrective AP to confirm that the issue is resolved.
• Perform PCC ( Positive Call Clouser).
• Follow and adhere to the customer care KPI ( Key Performance Indicator)
  
  

• Communicate with customer to arrange for the onsite visit date and time.
• Communicate with customer to arrange for site access requirements.
• Attend onsite and perform all the prerequisites tasks prior to accessing the server.
• Perform the corrective AP shared by the RTS engineer.
• Installing and configuring a new Windows or Linux Server.
• Troubleshooting a server outage caused by a hardware failure.
• Testing a disaster recovery plan to ensure data can be restored after a system failure.
• Collaborating with network engineers to resolve a connectivity issue.
• Documenting the steps for setting up a new server environment.
  
  

• Operating Systems: Strong knowledge of Windows Server and Linux distributions.
• Server Hardware: Familiarity with server hardware components, including CPUs, memory, storage, and networking devices.
• Networking: Understanding of networking concepts like DNS, DHCP, and VPNs.
• Virtualization: Experience with virtualization technologies like VMware or Hyper-V.
• Troubleshooting: Excellent problem-solving and troubleshooting skills.
• Communication: Strong written and verbal communication skills.
• Project Management: Ability to manage projects and work independently.
• Security: Understanding of security best practices and experience with security tools.
  
  

• Provide technical guidance on IBM Infrastructure including Power/ Storage & MF .
• Serve as the primary technical advisor and advocate to IBM TLS Partners
  
  

• Monitor support-related projects, configuration enhancements, and performance tuning.
• Ensure alignment with client objectives and timelines.
• Proactive Guidance and reporting.